How we transformed customer support with Fivetran-enabled AI

Fivetran has revolutionized its customer support operations by integrating AI into its processes, transforming from a human-operated, ticket-by-ticket model to an AI-enhanced system that prioritizes efficiency. This transformation was driven by the challenges of managing complex products and the need for consistent support handovers across global teams. The Fivetran Support AI, a custom-built plugin for Zendesk, leverages the company's extensive data infrastructure, enabling support engineers to access comprehensive, up-to-date knowledge directly within their workflow. This system, powered by data from various sources, allows engineers to ask AI questions, receive draft responses, generate summaries for handovers, and find similar historical tickets. Unlike off-the-shelf AI tools, Fivetran's solution is deeply integrated with its own data ecosystem, ensuring that it provides contextually relevant and accurate support. This AI initiative not only enhances ticket resolution efficiency but also minimizes the manual effort required, positioning humans as overseers rather than processors in the support process.